Wells Fargo & Company

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Wells Fargo is a BIG FRAUD! Don't bank there!!!
Posted by on
I am so tired of dealing with this bank and although it is a hassle to move my personal and business banking I have had enough. This big fraud that calls itself a bank has ripped me off for the last time. Forget everything the nice, friendly, smiling and apparently concerned banker tells you when they are trying to get you to open an account, apply for a loan, credit card, mortgage or anything else they are pushing.

The bank is nothing more than a fee generating machine and they have geared all of the practices and policies to ways that will separate you from your money in as many different ways and as frequently as possible. I could give you a long list but here is one that is easy for everybody to understand:

I write a check to a supplier while doing business in another city, who banks with a different bank located several hundreds of miles away. Magically (with the wonders of electronic check verification) that check is debited against my account that very same night. No problem.

A week later I receive a check from a customer who banks just down the street from my bank. I deposit the check at an ATM in the morning, several hours BEFORE the afternoon cutoff for deposits. I write a few checks and incur a few more debit transactions the next day, counting on those funds being in my account. The checks/transactions were for approx the following amounts and order:


Guess what? They put a 5 day hold on the check from the local bank (a client from whom I had deposited dozens of checks in the past with zero problems). Then they debited the very largest item first ($745). It was my very last check I wrote to a department store at the end of the day and the very first one they debited which overdrew my account -$4.51, as they had put the hold on my deposit from the day before at the ATM. Then they debited the rest of the 14 checks/debits from my account, adding an overdraft fee of $35.00 for each item, totaling nearly $500 in overdraft fees.

When I went into the bank the next day to scream my displeasure I was told by the smiling, friendly and helpful banker that it is Wells Fargo's policy to ALWAYS debit the largest items first. The still smiling banker assured me this was to PROTECT ME as large dollar items could be a house or car payment and they know I would want to make sure those items were paid first, of course.

I thanked the smiling, friendly and helpful Wells Fargo banker for being so concerned about my car and home and I then proceeded to tell them that my car is PAID FOR and I DON'T HAVE A HOUSE PAYMENT! Furthermore, even if I did I would never want to be dinged $500 just to have those items covered. I asked to speak to the manager (also smiling and friendly) who that he empathized with me but that paying the largest item first was the policy. When I asked if they could waive the fees for a long standing business and personal account customer I was told that it was their policy not to, less everybody would come in asking the same thing.

So the next time one of the Wells Fargo smiling, helpful and friendly bankers ask you to open an account, run don't walk from their bank.

The really funny thing is we all just read in the news yesterday that Wells Fargo has been laundering money for the Mexican Drug Cartels. Really straight operation they run there. I wonder if they smile and act so helpful and friendly for the Narco's when they come in to transfer their drug money?

Wells Fargo is a criminal organization in my humble opinion and I will never do business with them again. Don't buy into their lie about how they want to "help you". The only thing they are interested in is helping you OUT OF YOUR MONEY!!!
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BEJ on 06/30/2010:
How large was the check you deposited? Perhaps they put a hold on it due to the amount of the check. Did the ATM slip mention the funds that were available? Counting on the deposit to make additional purchases as you did, I think I would have double checked that the deposit had cleared before writing checks and making other purchases against it. It is irresponsible to make purchases against a deposit when you have not checked to make sure the deposit has cleared.
Weedwhacked on 06/30/2010:
It would be nice if I overdrafted my account several times and had the fees waived because I was with the bank for a "long" time. It just doesn't work that way. Banks have disclaimers that allow them to put transactions through in any order they wish. They have people in the back rooms making sure that they are maximizing their fees. They aren't on your side, they want your money.

Unfortunately, you agreed to their terms of ordering the transactions when you opened your account with them.
steve101 on 06/30/2010:
Banking 101. Supplies needed: paper, pen, calculator
Step 1. Deposit check. Wait till deposit has cleared, not till you think it has cleared.
Step 2. You may now write checks and use debit card
Step 3. Record each check and debit. Apply each transaction immediately. Do not spend more than you have in your account.
There you have it. Three simple steps that stop you from ever incurring those nasty bank fees.
Nohandle on 06/30/2010:
I don't remember when this foolishness started. At one time a customer in good standing with a check from a known business, was an automatic deposit to the account. No questions asked, the funds were there and available. Then some banks elected, for their own profitable reasons, to put a hold on your deposit and decide for you what needed to clear and in the order they would clear for any checks presented. I've never had a problem with a deposit being held but many have and we've heard about it.
MaggieMcT on 07/01/2010:
Steve101 - may I make a small addition? Step 1/2: Read the terms of your account to find out the hold period on checks deposited.
MotleyCrueGuy on 01/30/2011:
You have to understand how checks are posted. Even if sent electronically, they still don't get processed until that night. That check you deposited that had a hold on it, may well have cleared the other institution that night, but Wells Fargo would have no way of knowing that. Banks do NOT get some magic notification that a check has cleared the other bank, they only get a notice when it DOESN'T clear or is bounced for NSF or fraud. That's why they put the hold on it. Otherwise they just have to assume it has and face consequences if/when it bounces. They don't "know" if the other bank clears it as fast as they do, and even if the MONEY is there for their check (your customers) doesn't mean it's not FRAUD, which is the BIG reason for long holds these days.

Nohandle, it's mainly due to an increase in bad checks, and fraud, especially the Nigerian scam type fraud. I work for a bank (not Wells), believe me, it IS a real threat.
GPL on 12/20/2012:
Wells Fargo is a legal shakedown organization.
They pend all deposits and immediately post all checks to maximize their overdraft charges.
They are legal crooks and are getting away with fleecing millions in overdraft fees from their customers they supposedly care about. Right. DO not do business with Wells Fargo.
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Complaint against the Auto Loan Deferred Payment Policies
Posted by on
Rating: 1/51
CHARLOTTE, NORTH CAROLINA -- I called Customer Service asking for payment deferment for the payment was due on June 17, 20012.

On June 11th Customer Service informed me that they cannot trigger the deferment until the day after due day, in this case on June 18th 2012. They directed me not to pay anything on the account ant call back on the 18th of June.

When I called Monday morning on the 18th the call was immediately forwarded to the Collection Department. The agent there was the most disgustingly, rude and nasty person, giving me her name as “Miko” She immediately proceeded to collect and used her nasty tone of voice and language using the situation (me being the delinquent client) totally in disadvantage. She talked to me as a “delinquent filth”. I asked her to switch me to her supervisor - when she hung up the phone with me.

I don’t think that a financial institution with the stature Wells Fargo bears, have the rights to force its customers into delinquency in order to exercise whatever collection proceedings they feel like doing.

Do Not Get (Work With) Wells Fargo Auto Loan !!!

Wells Fargo Auto Loan Department has the worst and nastiest policies in the US financial market. Don't give them your business!
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MDSasquatch on 06/18/2012:
DebtorBasher on 06/18/2012:
Those are the kind that give collectors a bad name!!!
trmn8r on 06/18/2012:
Is "deferred payment" an included feature of the loan? If not, you are essentially calling telling them that you can't meet the terms of your loan (default).

Logically, it makes sense that you can't discuss the possibility of a "payment arrangement" until you are late on the loan. However, I'm not seeing where there is a guarantee that they would agree to such an arrangement. They shouldn't be nasty, but my impression is that collections folks often are short with debtors.
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Wells Fargo HAMP/Loan Modification Scam Victim
Posted by on
I am a victim of Wells Fargo’s Loan Modification scam (HAMP)

September 27th, 2010:
In the summer of 2006 I was approved for an adjustable rate mortgage by Wells Fargo in order to build a home for myself and two children. My payments were very affordable until 2008 when an increase of over $800 a month put my monthly payment at over $1800 a month. I struggled but was able to make my payments until I suffered the loss of a job and a change in my salary in December of 2008.
I continued to struggle each month until June of 2009 when I was made aware of the government program called HAMP (Home Affordable Modification Program). I contacted Wells Fargo inquiring about the program. Wells Fargo informed me that after going over my financial situation over the phone with them, that I would indeed qualify for the program and that I would receive a packet via FedEx in a couple days to fill out and send back in. The packet finally arrived August 16th and I took great effort to fill out each form and gather copies of the required information. I returned the signed forms and packet containing all of my information within 1 day of receiving it. I contacted Wells Fargo a few days later to verify that they received my packet and they confirmed that they had my information and would be reviewing it. I was assured that I would hear back from them within 30 days and not to make any further payments until it was determined what exactly my trial period payment were to be. I did not hear from them within the 30 days, and began calling to find out what was taking so long. I was told that their department had thousands of applicants and that it may take a little longer. Again, I was also told not to make a payment yet and was assured that very soon I would receive that information in the form of a FedEx package. Two months went by.
I finally received the package 10-26-09 and was given a “Welcome to the program” letter with contract and an outline of the three trial period payments of $691.86 with the first one being due 12-01-09 (over a month away). I called Wells Fargo and immediately set up the three payments via personal check predated for several days before each due date. I wanted to make sure the payment reached them before the actual due date to show my intentions of good faith.
The first payment was made 11-28-09, the second 12-28-09 and the third 01-28-10. I then anticipated hearing back or receiving some paperwork shortly after the last payment was made. I called a couple of days later to inquire about the steps being complete and what I should do next. I was told that it would again take up to 30 days to be reviewed and completed and that I should receive the same contract back via FedEx signed by them. When asked what to do regarding a monthly payment in the mean time, I was again told not to make any payments until the packet arrived. I received the packet containing the signed contract, via FedEx, on my door step in March 2010. The contract was signed by Wells Fargo 03-04-10. I called to inquire what the next step would be and was told that I would be receiving another packet via FedEx containing paperwork regarding the re-modification, making it permanent. I was told this could take up to 30 days and that my new payments would begin as soon as I received the paperwork.

April 19th I received a letter from Wells Fargo dated April 14th, stating that unfortunately I was not approved for the Home Affordable Modification Program because I failed to make my three trial period payments. I was so upset and confused because clearly I had made each and every one of those payments. In fact I made them early! I called at 7:35pm and spoke to Jonathan regarding the letter. He confirmed that I made each payment, and said that the letter was sent out in error. He was as confused as I was regarding the error, and stated that in fact a “New Trail Period Letter” was sent out automatically on April 15th, just after the erroneous “denial letter” was sent to me by mistake. He assured me that he was entering the notes from my call into the system and that it would be forwarded to his supervisor for correction. He asked me to wait a couple business days to call back so that it could be straightened out.
I called 04-21-10 and spoke to Breanna and seemed to have to re-explain each and every detail of the past ten months of beginning the program. She put me on hold for 45 minutes while she spoke to her supervisor and assured me that she was sending an email to correct the situation and have the “Second Trial Period” removed from my account. She instructed me to give the email some time to get to the correct department and call back in 3 days. In the mean time I received the “Second Trial Period” packet via FedEx. I again called back and asked to speak to a supervisor regarding the confusion. I was told that no one had yet responded to the email requesting help to remove the “Second Trial Period” and the women stated that she was not sure whom to send another email to, or who was even working on my case. After an hour on the phone she stated that the only way to get back into the program was to start over and fill out the new packet that had just arrived. I explained that I had done nothing wrong and that I had received the signed contract back from Wells Fargo completing my portion of the program. She offered no help and again told me that I would have to start over and apply to the program for the second time. It was Wells Fargo that had dropped the ball, and I was falling through the cracks!
Feeling helpless, and scared of losing my home, I completed the second packet and again called and set up three trial period payments several days ahead of their due dates just like the first time. The worst part about the second trial period was that my monthly payment had DOUBLED! The first time my payment was $691, this time the payments were increased to $1,224! Feeling absolutely helpless I dug in and waiting to complete the process for the second time. The first payment (this time) was made 05-28-10. Two weeks later out of the blue a Wells Fargo debt collections representative called me to collect a payment of over $11,000 (late fee’s and unpaid mortgage payments). All along I found out that Wells Fargo had been reporting that I was not making payments and adding interest and penalties to my balance. I was in shock! I explained to the representative that I was in the HAMP program and that my first trial period payment (of the second program that I had been placed in) had been taken out of my bank account just two weeks prior. She put me on hold for 20 minutes and came back on the phone to inform me that according to the notes in the system, I had called to remove myself from the program!!! In fact the words she used were that I “requested to be removed from the HAMP program.” I was again in total shock that I was being told something so “out of left field.” I explained that I would never do that and it must have been a mistake on their part. I demanded to speak to a supervisor! I was told that Wells Fargo would have to “pull the actual call” and it would take 15-30 days for them to do that. I told them that this was illegal and that in no way shape or form would I have ever removed myself from any program that was going to help me keep my home and everything that I had worked so hard for. I threatened to call a lawyer and report them for this action.
The supervisor replied to me, screaming at the top of her lungs, that I was no longer in the program, it would take too long to pull the call and I could be placed in foreclosure! She demanded the only way to get back into the program as soon as possible was to start over the entire process again! Feeling completely helpless and defeated I once again was sent a package via FedEx to complete the process all over again.
It’s now June 2010. I spoke to Customer service representative Stacie and was told to make my regular monthly payment of $1,295.92, which I have a confirmation number for. She told me to re-fax all of my information to the loss mitigation department and call 2 hours after to verify that they received the information. I did exactly what they asked and began the HAMP process for the third time. I was assigned a loan servicer whose name was Armondo Lopez.
I spoke to Armondo who told me that all of my paperwork needed to be sent in like clockwork every 30 days to maintain my status in the program, and to call at least once a week to check on the status of my approval. I called each week and continued to re-fax my paperwork, signed and dated every 30 days. Armondo called and informed me that in fact I was not accepted into the HAMP program due to my ratio of debt being 21% instead of the required 31%. He stated that I would be reviewed for “in house” programs. He encouraged me to continue to call each week and keep my information faxed in every 30 days. In the mean time, I continued to pay the $1,295.92 mortgage payments for July and August.
09-23-10 I phoned Wells Fargo and during the identity verification process the customer service representative informed me that my home was in foreclosure with a sale date of November 4th.
09-28-10 I received a letter in the mail from Wells Fargo’s law firm stating that they were moving forward with the foreclosure process of my home, setting a sale date of November 2nd, despite the fact that my case is still officially under review with Wells Fargo. In the same letter, they informed me that we may qualify for their home remodification program… the same one I’ve been applying to for the past 15 months.
From the beginning, I did everything Wells Fargo asked me to do. I never gave up, never withdrew and was on time with each and every application, contract and payment to Wells Fargo. Yet, I am currently in the process of losing my home.
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Alain on 10/01/2010:
Go to the hud.gov website, click on avoid foreclosure, and click on foreclosure avoidance counseling. http://www.hud.gov/offices/hsg/sfh/hcc/fc/
Also, put a call into your US Representatives office and request their assistance.
kendal3 on 10/18/2010:
that is just really crazy!!! My own experience with Wells Fargo is parallel with yours. The only difference is that I told every single person I talked to on the phone is that I am going through a divorce and I can not finalize my divorce until I know if I can get the loan modification. I re-applied for the modification 5 or 6 times (I have lost count of how many times I was rejected) and was rejected for reasons that were not known to me until I was denied. The final time I applied I was denied due not having a divorce decree... Now I stated earlier that I couldn't get a decree until I knew what was going on with the loan mod. I told the customer service people that it should be like NEON BLINKING LIGHTS in there computer that my divorce is depending on the loan modification. But now my home will be foreclosed on in 10 days and I have no family, no job, and a 15 yr son and now where to go.. :-(
Deb on 06/19/2013:
Cas on 08/24/2013:
I feel I have been a victim of ASC (Wellsfargo). Back in March I contacted ASC to find out about the home modifcation program because I am going through a divorce and I had to take a major pay cut in salary. I was informed, I should fax all the information they needed and was assigned a home preservation specialist, her name is Maryjean Ortega. I complied with their request and sent them the information. I told ASC I was trying to get the modification done before I was 30 days behind on my house payment, when I called to discuss my options. After they reviewed my information they said I was denied because I was not 90 days behind yet. I missed my April payment. I spoke to the home preservation specialist after I had missed my April payment and she told me to resubmit the information again and note if there were any changes or not and she would send it up for review. I received a letter on May 14th saying that they had received my information and that additional information was needed, so I faxed the additional information, I was informed in the same letter that it would be reviewed. On May 18th I attempted to make a payment through the phone which added an additional charge of $15 to the payment. This payment evidently was never accpeted. I again called my home preservation specialist and was informed to save the money and if I could just hold out one more month we could try again and see if I would be approved. I followed what she told me to do and saved the money and skipped the June payment and tried again. I complied and in July I attempted to try again for the home remodification program. All the inofrmation with the changes were faxed up again only for me to be denied again. I cried on the phone as she told me I was denied. I then informed her in not so nice words that I would figure something out. I was able to make adjustments with my daughter and with my boyfriend's help I was going to set up a payment plan of paying the mortgage every 2 weeks until caught up. I tried to call to attempt getting this set up but had no answer and no return call. I have received a letter from their attorney informing me that I had 30 days from the date of the letter to payoff the debt of $96,452.96. Again I have attempted, more than once to contact ASC to set up payment arrangements to make the mortgage payment every 2 weeks until caught up, but I have not received any call back yet. My last recourse was going to be sending a certified letter to their attorney informing him of my plan to pay every 2 weeks until caught up. I have not done that yet. I have set up a payment through my bank to go tout on Monday August 26th, 2013 to see if they accept it or not. If I need to cancel this payment please let me know asap. Please help I do not want to lose my house and I have made adjustments with my daughter and my boyfriend to help to pay every 2 weeks until I am caught up. I have all my documents in a folder if they are needed.

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Hidden fees and poor customer service
Posted by on
SANTA ANA, CALIFORNIA -- I have been with WellsFargo now for 2 years. When I bought the car, it was the only thing I ever had on my credit. Because of this, they charge me a 20% interest rate. Every time I ran behind on payments (usually within a week past due) they talk to me like I am the most awful person walking the face of this earth. Like none of them have ever been behind on any bills whatsoever and they are all so perfect and how dare me. I totally get it, they put their trust in me to pay them on time, that's why they loaned me the money, but at the same time I am a customer of theirs and no one should ever treat customers that way. I have never talked to the same person twice and every person with the expection of one (kina) have had an attitude by the time they answer to the time they hang up. I look at it like yes you gave me a loan thank you for that, but you are getting your money every single month. Not only that you are getting more than your money back with your 20% interest rates and "late fees". They call all hours of the night an harass anyone that answers the phone. real incident, I didn't know it was them calling, the caller id didn't show a name yet and instead of pressing the answer button, I ACCIDENTALLY pressed the hang up button. So they call right back and my fiance answers the phone the first thing the WellsFargo employee says, "are we going to be mature now?" my fiance said "excuse me? who the hell is this?" He then asked to speak with me and my fiance says "you don't have the right attitude to be speaking with her." before my fiance could hang up the Wells Fargo says, "tell that to the tow truck that's on its way". So naturally my heart skips a beat and I call back and speak with someone else and ask them what was going on because as far as I was concerned, I wasn't past due at all. I found out he acted like that seriously over a $27.00 late fee. They are extremely rude and hateful. I recommend that no one ever gets a loan with them. Even if its a higher interest rate with someone else, its so worth it because you don't have to deal with this company and its miserable employees.
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MRM on 07/21/2010:
I side with Sandy as well. I believe that Wells Fargo had acted unfairly to Sandy.
Anonymous on 07/21/2010:
There's no excuse for the unprofessional behavior exhibited by Wells Fargo on this one. I'd expect that kind of behavior from a bottom rung collector but not from a fortune 500 company. Bottom line these tactics are counter productive.

Good review Sandy!
goduke on 07/21/2010:
If you can refinance elsewhere do it. Leave them in the dust.
momsey on 07/21/2010:
What are the "hidden fees" that you mentioned in the subtitle of your complaint?

How often are you late on payments? Just a friendly suggestion, maybe you need to get a cheaper car. You said yourself that you didn't have any credit history when you bought the car. Being often late on the only loan you have is going to wreak havoc on your credit score. Just be really careful.
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Wells Fargo Is A Crook. They Won't Reimburse Me - Fraud
Posted by on
SARASOTA, FLORIDA -- I lost my debit card and Wells Fargo refused to reimburse me for over $800.00 in transactions. They REFUSED! Not to mention, three or four days after I reported the incident and REQUESTED THE CARD BE CLOSED and NOT TO ISSUE A NEW CARD, they allowed over $300.00 of additional transactions and put my account into a NEGATIVE.

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Anonymous on 11/30/2011:
Have you spoken to their fraud department? They would need to do an investigation on the charges.
Anonymous on 11/30/2011:
There has got to be some kind of a regulatory agency that can provide assistance here. This is just wrong!
At Your Service on 11/30/2011:
It may be wrong, but the debit card places the owner of the card on the line for all said charges.
trmn8r on 11/30/2011:
What one would need to know is what WF said each step of the way. "Refusing" doesn't explain what basis the refusal has.

What "incident"?
Was a family member or identity theft involved here? Why did you give an instruction not to issue a new card?

It sounds like a fraud investigation is needed, and there must be a process each bank has for that. What did WF tell you?
ticia232 on 12/04/2011:
I think that a "red flag" was issued because of your "NO debit card" to be reissued.
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Adding Insult to Injury
Posted by on
Rating: 1/51
SAN FRANCISCO, CALIFORNIA -- On 1 January 2014 I made a mortgage transfer and several paid several online bills using their website. All the transactions I made were double-billed, meaning two payments were withdrawn for each payment. Online bill payments and transfers are made though different web pages, which indicated a technical problem on the bank’s part. The bill payments were fixed the same day; however, the mortgage transfer was another matter. I called customer service the same day (Jan. 1) and was told they could not reverse the transfer, but the mortgage services could, so they transferred me to that number. The customer service representative did not tell me the mortgage service department was closed for the holiday before transferring me.
I called the mortgage service department on Jan. 2 and was told the payment could not be reversed until the payment had been posted, which would take approximately 24-48 hours. On Jan. 3 I called and was told the payment had been posted, but it would require a “work order” to reverse the payment, and it would be approximately five business days before that could even begin. By this time my checking account was overdrawn because of the additional withdrawal. The following day (Jan. 4) my account was charged an overdraft fee. I called mortgage services on Monday the 6th and was told the payment would “probably” be returned to my account by Friday the 10th as the soonest. I informed the customer service representative that my account was now overdrawn because of this, had been assessed an overdraft fee, and could not make any bill payments until the funds were returned. The operator’s reply was, “That sounds like a real bummer.” If I wanted the overdraft fee canceled, she told me, I would have to print a copy of my checking account transactions and mail it to customer service. The fee would be canceled if the bank were “willing” to do so. In the meantime I would have to wait for the funds to be returned.
Today, Jan. 6, I was assessed another (second) overdraft fee by Wells Fargo. I have never experienced such callous and incompetent customer service in my life. How is it possible for me to make an immediate transfer to a bank, but for a bank to take 10 days to transfer the funds back to a customer, particularly to correct a mistake of their own making? I can only infer that customers only matter when it comes to getting money FROM them. I’m equally dismayed at the bank continuing to assess a customer overdraft fees for a bank error, particularly when there is a record (they keep electronic records of all phone calls customers make to customer service) that the customer has repeatedly brought the matter to Wells Fargo’s attention.
Here is where I stand as of today. The transfer still has not been returned to my account after six days, I have been assessed two overdraft fees, and I am unable to pay any bills. This is Wells Fargo banking.
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Wells Fargo Will Not Release My Insurance Money
Posted by on
Rating: 1/51
My family and I were involved in a fire in January 2013....our home was destroyed and we lost everything including our family dog. We had to jump from a second floor window to save our four children.

The community was quick to respond and letters and donations were quick to come in. A modification was suggested to us as we were still paying a $1500 mortgage for a home we weren't living in and my husband had been laid off the month before. We gratefully went this route as we were trying to replace everything that had been lost.

After negotiations between our adjuster and the insurance adjuster were completed, a check was sent to cover the cost to rebuild our home. This was two months since the fire. In that time we had been living with my in-laws because our policy didn't cover temporary housing. Finally rebuilding was supposed to start. Not so.

The insurance company sent a check for the agreed upon amount but Wells Fargo was reporting almost $25000 less than the agreed upon settlement. My adjuster was angry needless to say and started asking questions. Wells Fargo had received the money and said they were holding back that amount in case of over costs. No one was very happy over this but it was a small detail and we were anxious to get the work started. Again not so.

We were told because we were in the middle of a modification that they weren't releasing the money until it was settled. One month we were told. Since we were told this, we have gone through a long process of never ending paperwork. We are told to fax this and send that. We do not receive a response to anything unless we call, and when we do we are told that we need yet another piece of information that we weren't told about two weeks prior.

We are now at the end of June 2013 and days from July and told that we needed yet another piece of information.( Please remember the fire happened in January. ) This is the same piece of information that my HR at work has written a letter about on at least two other occasions. But now I have had to send to the Chicago home office to get the Head of Human Resources to write about. This piece of information? My job donated money to the family to help us after the fire and is on my pay stub. My HR has written two letters and I sent a signed affidavit stating that this was a one time gift. Not good enough.
In the meantime, my family is still living with my in-laws in two rooms. My children have lost their dog and home. They ask when are we going home.
How do I explain to them that Wells Fargo has our money but won't release it and the modification that was supposed to help us is actually holding us back?
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clutzycook on 06/27/2013:
Take your story to the media. This is the kind of thing that calls for a public shaming.
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No Alert
Posted by on
Rating: 2/51
COLORADO -- My husband banked with Wachovia and of course they were purchased by Wells Fargo in 09. They told him to use his card (Wachovia) until it expired which was 2013. That was last August.

Last week he gets a letter in the mail from Wells Fargo. They sent him a new debit card! They never called to tell him one was being sent out. When he looked at the letter enclosed it read, “In fulfilling our commitment to detect fraud on our customers’ debit cards, Wells Fargo regularly reviews cardholder activity to identify unusual purchase and ATM transaction patterns. As part of this review process, your debit card number and/or Personal Identification Number (PIN) were identified as being at risk for unauthorized transactions.

As a precautionary measure, we will be closing your current card and issuing you a new debit card with a different card number and expiration date.”

They just sent a card in the mail without his knowledge. He was so shocked to get that. Being that he didn’t know it was coming, the fraud department opened him up to fraud. They never called and asked him about the charges at all. He had not used his card in any places that he had never used it and the charges were the normal, books, groceries and other small purchases at places that he had used his card at for more than two years each.

Notice that after saying he may be open to fraud that they didn't call him and suspend his account. Therefore, if there was fraud, he would have been wiped out before he got the card they sent without telling him.

The worst part was that the letter stated that they would shut off his old card this week (about two weeks after the letter was received). What if we were out of town as we take a lot of trips during the summer? His card would have been shut down when we actually needed it without any explanation from the bank.

Also, it could have gotten misdelivered (our USPS has miedelivered a number of things within the last year). Not that it could have been activated without other banking information but, it would have left him without a card because without the letter, he didn't know his card was going to be shut down. Plus, if it were delivered to the wrong person they had a lot of his information, i.e., name, address and who he banks with.

He went to a local branch near our home to complain and the lady who was helping him started playing the blame game. She started with, we sent the new card because we changed your account (also without notification, it was included in the letter with the card) to a different kind of checking. He says yeah, if I don’t keep my balance up then I would have to pay, she says, no, you have a free account because you were grand fathered in. He tells her that the letter said they would start charging him $5 a month if he didn’t keep his balance higher than $1,500. She disputes this again and then looks at his account (never read it before but she was trying to explain to him that he was wrong) and says, well, you don’t have to worry about that, your account is within the parameters and you have a platinum card now (I guess she thought that was supposed to make it OK).

He goes on to ask, why did you all send a card without my knowledge? She says it was the back of the house… He asks why they sent a card without his knowledge that would make his old card null and void within a two-week period. She says she doesn’t know. He asked if that was their normal policy, she says she doesn’t know what the back of the house policies are.

He transfers most of his money and tells her to close his account. She, as she’s taught, tries to get him to stay. He tells her that he doesn’t want a bank that would send a card in the mail without notifying him opening him up for fraud, a bank that calls at least every two weeks trying to get him to purchase life insurance that is through a third party (a Wells Fargo associate calls and says that if you want the product she will put you through to the company that sells it) or one that charges him if his checking account dips below $1,500.

After that she did not say another word to him. I guess she just gave up and finished closing his account. Beware if you have Wells Fargo they may send you a debit card that cancels your current card without telling you.

In the end I believe they were just changing his account and they lied about why they sent him a new card. However, if they would have just said that to begin with, he may still be a customer. I just don’t get why these companies think it’s better if they be sneaky and lie rather than be upfront.

** Update** I just got an automated call from Wells Fargo (not 20 minutes after I wrote this review). The message said that Wells Fargo is sending a new card because my husband's card is "at risk for fraudulent charges." Aren't all cards at risk for fraudulent charges?

As a bank they should have things in place to minimize that risk. Instead they send a card without his knowledge. This call came almost two weeks after he received the card in the mail and almost a week after he closed his account.
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trmn8r on 06/18/2012:
I honestly don't see the issue in delivering a replacement debit card to the address on file, if it has to be activated using the telephone number on file. I don't agree this is "opening someone up to fraud".

I do understand you questioning whether Wells thought there were actually fraudulent charges, since that is somewhat implied in the letter.

The coincidence of instituting new account fees seems odd. Personally this wouldn't cause me to go elsewhere, but that is the power we each have - to walk to a new bank if we don't like the one we have.
clutzycook on 06/19/2012:
Then BOA had a similar issue several years ago, I was one of the people to receive a new card. Of course that breach made the national news, so I was aware of it. No big deal since I monitor our accounts daily. As to some of the OP's other concerns, they keep your old card active for a set number of days or until you activate the new one, whichever happens first. As to the possibility of it being misdelivered and falling into sinister hands, they would need the cardholder's SS# to activate it, so you have to figure that the odds of fraud happening that way are pretty slim.
BigAl on 06/19/2012:
There might have been an internal problem that caused a breach in security from the carryover cards from Wachovia. As others have stated I do not consider this a negative pertaining to Wells Fargo.
danie1442 on 06/19/2012:
I believe you missed it trmn8r. The problem is that the phone call telling him about the card came almost two weeks after the card was delivered to our home. We have no idea when it was actually sent the envelope and the letters are not dated. They should have called before it was sent because we had no idea it was coming. That is why we were opened to fraud.

It would have also left him/us in a tight spot because in the letter was the date that they were going to cut off the card. If we were not at home when the letter was delivered and did not make it home before then, (It was a two week window, they cut the card in 14 days) then we would have not known that the card was going to be cut off. We take two-four week vacations. With that, we would have been in the dark about the new card and would have only realized when we attempted to use the card and it was declined opening us to embarrassment and inconvenience.

As I stated, the biggest problem is that it was a lie. They said that the card was at risk for fraud not that there was any fraudulent charges. With that theory, all debit cards are at risk for fraud. I wrote the letter word for word at the top. However, that was not the case either as he was using the card the same amount at the same places that he had for more than a year. So, saying that the usage raised a question about risk is untrue. And, if they actually thought it was a fraud case, they should have called to ask about the charges and suspended the account instead of sending out a card without warning. If there was truly fraud going on, the account could have been bled dry (he does check his account almost every other day so that would not have been the case but if he weren't vigilant it could have been). Plus, the account was closed for almost a week before they called to say the card was on its way. Which was about a week after it was delivered.

The problem was not the new account. We follow the news that was expected. Also, clutzycook, they didn't need his ss# to activate it although, I do not believe they would have been able to as they would have needed other account information as I wrote in the post. If a predator has your name, address, bank and other information that was in the letter, they have enough for identity theft and more. Check your spam and look at what the Nigerian prince wants. That's all the information they need these days to wreak havoc. Also check what My3cents has listed in their cc safety section.
danie1442 on 06/19/2012:
BigAl, that is not the problem.

If there was actually a fraud problem we would have wanted to know and would have been happy they brought it to his attention. The problem, as I stated in the post, is that they did not tell him about the fraud and they sent a new card without warning.

I explain that in detail in my post and in my first response. I only mentioned that the fraud claim was bogus because his habits were the same. I used that only to say that they used the fraud excuse as what seems as a cover to change his card and account.

If they would have contacted him and told him they were going to change his account, this complaint would not be here. Even if they sent a letter stating they would change the account there would be no problem. But, as I stated, sending a debit card in the mail without warning and noticing what they believe is fraud risk without contacting him is the basis of the problem.

I know my post is long but it spells out why this was a problem for us. It also touches on the fraud and the fact that there was no communication. Again, I know it's long but I wanted to spell everything out so that those reading it would have all of the facts. It seems as if the length is keeping people from reading it thoroughly.
danie1442 on 06/19/2012:
Here is some information from My3cents consumer tools.

My3cents Credit Card Fraud

Protect Your Bills and Credit Cards

"Unscrupulous scam artists raid mailboxes to gather renewal credit cards and bills to obtain credit card numbers. Be aware of when your cards and bills are due to arrive. If they are late, contact your credit card company. Endorse all credit cards when they arrive. Keep a record of your credit card numbers in a secure place. Include in that record the expiration date, phone number and address of the card issuer. Check your cards to ensure none are missing. Always get your credit card back promptly from salesclerks."


-- Because we had no clue a card was coming, we did not look out for it and it could have gotten stolen. It could have been delivered to a wrong address and because we did not know it was coming, we could have gone three to four weeks without knowing a card was sent. The four weeks is because when cards are usually sent we are told they will be received within 7-10 business days. The call that the card was coming did not come until about two weeks after the card was already delivered. Imagine how much damage could have been done in that time...

My3cents Identity Theft. . . What to Do If Your Identity is Stolen

"A- If an identity thief has stolen your mail for access to new credit cards, bank and credit card statements, pre-approved credit offers and tax information or falsified change-of-address forms, (s)he has committed a crime. Report it to your local postal inspector. You may contact the United States Postal Inspection Service online at http://www.usps.com/websites/depart/inspect/."


-- As I stated above, we would have been in the dark about this and could not report it until after we received the call almost four weeks later. Also, when we received the call about the new card being sent out, it said the card was coming. With that information we would have started checking for the card which could have been in someone elses hands for about four weeks at this time. We would have waited the 7-10 business days before calling about the card not being delivered. Then it could have been a total of six weeks before we actually called about the missing card. All of this because they did not alert us ahead of time.

I do not believe the card could have been activated as I wrote above but by then the old card would have been cut off without our knowledge and all of my husbands information regarding his new checking account, the last four digits of that account, the last four digits of the old card, his name and address and other information could have been in the hands of the wrong person.
CowboyFan on 06/19/2012:
There was no lie. The card is at risk of fraud, as are all cards. Since the op had the card for a long time, the possibility of fraud is greater, so the bank is replacing the old cards with new. (What may be normal charges to one bank, Wachovia, may not be to another, Wells Fargo) There is no lie here.

Imaginary fears about being on vacation are not a basis to complain about the procedures of a company. We can all think of possibilities that would be a disaster. The truth is the OP got the new card two weeks prior to announced date of his account being closed, once he activated the new card, the old account would close, no problem. The bank's procedures obviously worked.
danie1442 on 06/19/2012:
CowboyFan, I'm not sure where you're getting your information. The post does not say the card was old. Just to let you know, Wells Fargo sent him a Wachovia card less than a year ago. Also, as stated above, I mentioned that I feel that they used the fraud thing to just change his account. I stated it would not have been a problem if they let him know instead of sending a card and all of the new account information in the same envelope without his knowledge. I said that because they wrote that there could have been unusual purchases and ATM transaction patterns. I wrote that that was not true because he had the same usage. That is why I said the fraud thing did not seem true to me and that they did not call to ask about the charges.

This is what is on Wells Fargo's page about unusual transactions:

ATM/Debit Card Alerts Questions

"Why did I receive a phone call asking me to verify transactions performed with my card?

We use different methods of protecting our customers against potential fraud, and phone calls to verify transactions are part of a unique fraud prevention effort, separate from the Unusual ATM/Debit Card Activity alerts."


As I posted, we were never contacted. They never called to ask about the charges. This, if you read the post, is one of the reasons we are upset. They just took it upon themselves to send him a new card without warning and it had a date in it with a cutoff time for the old card.

It is not imaginary fears about us being on vacation or having our mailed delivered wrong because this happens here more often than I would like and as recent as two weeks ago. I have contacted the USPS head office which has only helped a little. We had our mail on hold while we were on vacation for three weeks less than a year ago and we had to go to the USPS three times to get all of our mail (we knew we were missing things because we knew what was sent) and the supervisor apologized to us for all of the mix ups because we complained. So, not imaginary. Plus, if that was the case then we would have not known to look for the card and the old card would have been expired before then.

A part of the complaint as I mentioned in detail, is that they did not think about what could happen when they chose to send the card without letting us know with all of the information regarding the new account in it. They set us up for fraud. I wrote in my post before yours some of what was enclosed in the envelope. I also posted what My3cents has to say about protecting yourself from theft and fraud. It seems by your post that you may not know of the dangers that are out there when things like this happen.

As I stated above, it does not seem as if you read the complaint in full. The problem is that they opened us to fraud as I showed in my last post. On top of that they did not even follow their own procedures as I listed above. Therefore, a valid complaint.

I also stated that when asked about it at the bank, the employee basically said she and the people who work in the front of the bank did not send the fraud letter with the card and new account information. She did not even know about the fraud letter. It was not listed on his account that there was fraud.

That means if they actually felt as if it were fraud, they did not suspend the account, didn't list it on the account and did not inform him of the fraud. So, as I mentioned above, the people committing fraud could have taken a lot of money. They would have allowed the person committing the fraud at least 10 days to wreak havoc if he did not check his online account within that time. When he pressed her, she said it was the fault of the "back of the house" and she did not know their, or Wells Fargo's policies regarding handling the risk of fraud.

Josh on 02/14/2013:
The same thing happened to me. I received the exact same letter in the mail, so I called asking why. I finally got connected to the debit card fraud prevention department, who told me Visa reported to Wells Fargo that my card info could have possible been compromised. It could have been a webstie that was hacked, or a store where multiple cards were compromised. Since there was a slight possibility that my card info could be in the wrong hands they sent me a new one, with different numbers. No fraud had taken place, but the possibility was higher for that card. In my opinion that's really good customer service.
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Wells Fargo Nightmare
Posted on
SANTA ANA, CALIFORNIA -- For nearly three years I have been making timely payments to Wells Fargo Dealer services without any delinquencies. I make my payment through my bank electronically every month and also receive a paper form bill through the mail. My last bill received reflected two months in arrears, alarmed I checked my bank account and noticed two unsuccessful payment attempts due to incorrect information used. My bank claimed a misinformation error created the situation. With the monies for my payments still in my account and anxious to bring my account current I called Wells Fargo customer direct to make sure this discrepancy was corrected. After several attempts to get hold of a representative only to be put on hold and then having my call dropped my wife made an attempt and was successful in speaking with a representative Her experience was dealing with a rude, condescending and belligerent representative who denied electronic payment and gave two options of payment through a cashier’s check or going to a bill paying facility to pay the balance, my wife wanted to make three months of payments and was told she could only make two monthly payments and not three as requested. When my wife questioned there policy they told her she was not on the account and I had to call. I called in and after a few attempts I was connected to an irate, disheveled and rude rep, I opted to send a cashier’s check for two payments which was my max allowed according to the representative The cashier’s check was mailed to them on Dec 3rd and my account was brought up to date on Dec 6th via electronic payment which was verified by a representative that day as received.

I explained the reason for late payment and never questioned the late fees but the representative replied with an ignorant answer. Anyway relieved that I squared away my account and would not have to deal with rude and unprofessional reps anymore I was at ease. I received a bill this week not reflecting the payments which was understandable considering the timeline and a due date of 12/23/2011 I had no concerns.

I woke up Thursday morning to realize my vehicle was gone, thinking it was stolen I called the cops and they informed me it was repossessed to my amazement. I called Wells Fargo and inquired how this could have happened and got a repeated response of “you broke your contract” no matter what I asked and even when he acknowledged payment he still ranted in a degrading manner. Finally he gave different # to call and after going through three delusional reps I finally got to a representative who informed me that my payment by mail is in processing and may take a day and I would receive a call back which never happened.

Today I spent an hour on the phone going around in circles only to find out that because they reposed my vehicle my cashier’s check would have to be sent to a new address because my status had changed??? After a time on the phone with no explanation why I was not informed of a repo in any form of communication and my bill never reflected such intentions and a date of 12/23/2011 for payment due even though I fulfilled my financial obligation already. I was told I would receive a call before 6PM this evening to sort the issue out, obviously this never happened and I still don’t have my car or will they tell me where it is. I am in shock and devastated by this ordeal and lack of urgency by these people.

They got my money and still took my car and showed no remorse instead were cocky, ignorant and totally unprofessional.

Need some advice here I don’t know where to turn.
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Anonymous on 12/10/2011:
An attorney would be my first option. This is absolutely inexcusable. This is one reason I simply refuse to use an automatic payment deduction with any business...EVER! Good review! And I look forward to hearing a follow-up resolution to the situation!
clutzycook on 12/10/2011:
I'm with you on that one J4A. Not to mention that an unethical company could go in and remove more than they're entitled to. I'd rather log in and manually specify how much to send to each company. But, if you must do it automatically, you need to log in regularly and verify that everything went through correctly.
Anonymous on 12/10/2011:
clutzycook> Excellent advice on logging on regularly to verify payment. I hear so many horror stories where the customer thought everything was being paid according to schedule. If they had only taken the time to double-check and verify. Not that they should have too, but it doesn't hurt.
psaksb on 05/01/2012:
All I can say is Wells Fargo Sucks!!! Recently they had a computer glitch which resulted in double payments for my car being taken from my account. This happened in the same week my mortgage payment was coming out. I noticed the double payment and immediately contacted them to be told they did not know how long it would take to correct the problem!! I called my bank and had a stop payment put on the second payment but told them to allow and process the first payment as scheduled. Three days later I go out to my Wells Fargo account and notice I have been charged a late charge and a stop payment charge because I stopped the second payment from being withdrawn from my account. The very rude, un professional rep at Wells Fargo informed me that my payment did not reach my account on time (which was due to their computer glitch) and that because I stopped them from taking an extra payment from my account they could charge me a stop payment fee of $35 plus a late fee of $27. First of all I find it ridiculous that they can charge me a stop payment fee that I am already paying to my bank for a mistake their computer made. I did not authorize them to take two payments from me so why should I pay them because I stopped one?? It's just another way to screw the consumer and make them more money. After several days on the phone working through several rude, nasty reps at Wells Fargo we finally got a very nice lady on the phone that reversed the late fee and removed the $35 charge from my account. She MUST be the only one working for this company that can actually understand reason and act like a human being because the rest of them all act ignorant, rude and condesending. I hate this company and wish I could refinance my car with someone else but right now I can't. As soon as I can I will be saying good bye to Wells Fargo, I hope your company ROTS!!!!
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Seniors and Small Depositors not welcome
Posted by on
I initially opened an account with Wachovia after leaving Chase, which has always been a forerunner in customer dissatisfaction. The account that I opened was designed for seniors with no fees, free checks, free bill pay and an automatic savings. Wells Fargo took over Wachovia a few months later, which Wachovia was very well aware of when they opened my account. To it's credit Wells Fargo kept my senior account going for a few months when my daughter and I went in to see about an account for her. She is a student and works for a large charitable organization. The Wells Fargo "Personal Banker" signed my daughter up for the top of the line account because she worked for the charitable organization. The account included no fees as long as there was a direct deposit and an automatic transfer to the linked savings account monthly. It included interest checking, free checks, free bill pay, free cashiers checks, free travelers checks, free notary service etc etc etc. At the same time she talked me into the account next down on the premium list that included virtually the same things with no fees as long as a direct deposit was made and automatic transfer to savings was made. We were told that the bank would pay 3% on the first $500 of savings for 11 months for opening the accounts. Two months later we received a change notification that in order to avoid fees on these premium accounts we would have to have a MINIMUM automatic deposit of $750, a minimum balance of $5,000, or have three linked Wells Fargo accounts including credit lines such as a mortgage with a total of $5,000. This would be in addition to the automatic transfer to a linked savings account. AND in my case, because I had already had a Wachovia account with an introductory rate, I would not be getting the 3% from Wells Fargo. My daughter had to go down to the bank and change her account to a Student account because her automatic deposit would not meet the minimum requirements and she certainly doesn't have $5,000 floating around. Fortunately for her, there was one available HOWEVER there is none of the perks promised with the original account that she opened just two months prior. I went in to talk to my "Personal Banker" (who seems to have aged substantially; probably because of the flack she is taking because of corporate decisions). I was told that I could take an account that has a lower fee but I would have to maintain an automatic deposit and an automatic transfer to savings in order to avoid fees. Their least expensive account does not include free bill pay. They no longer have accounts for seniors. But then neither do any of the other major banks in the state of California. I was also told this was a pilot program and they were going to see how it works out (how many depositors they lose). The next move will be to charge fees for use of ATM cards. I personally have decided to go to an online banking account with a highly rated online bank where everything is free and the customer service is good. They offer free checks, free bills and ATM transactions. When I spoke with the manager he said that with a bank with branches I could speak face to face with a customer service person (Personal Banker) but I couldn't online. I told him that I can yell just as well at an online CS representative as I can face to face with a Wells Fargo personal banker. He was just plain arrogant. I guess seniors and small depositors don't deserve respect and service from big banks like Wells Fargo, Bank of America, Chase, US Bank etc.
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